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Problem:

Users are not receiving emails from EthosCE.

Troubleshoot:

  1. Is the email found in the spam folder?

  2. Are the e-mails appearing in the EthosCE maillog? 
    Reasoning: Emails listed in the maillog typically indicate a successful send from EthosCE. If a reminder email is not in the maillog as expected, please disable the reminder and add it in a blank reminder field. Old reminders that are updated in the original field will not resend since they are flagged as 'sent', so a new reminder field should be used.
  3. Did your IT department whitelist the IP address where EthosCE email is coming from: 167.89.81.19?
    Reasoning: SPF records must be setup to allow for our server to send mail. To check the SPF record, follow these steps:
    1. Navigate to http://mxtoolbox.com/SuperTool.aspx
    2. In the search field, enter your URL without http/https a the beginning of the URL.
    3. Choose 'SPF Record Lookup' in the dropdown and then click the 'SPF Record Lookout' button.
    4. If this appears, it indicates no SPF record was found:
    5. If this appears, it indicates an SPF record was found:
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